Return & Refund Policy

Returns

Subject to the right of Consumers to return goods for refund under The Consumer Contracts (Information, Cancellation and additional charges Regulations 2013) apply, We do not sell products on a trial basis. Customers are strongly advised to check suitability and specifications of products before ordering. In some instances, Customers may benefit from special price discounts. Accordingly, orders for such goods can not be cancelled and we can only return or repair Goods where they prove to be defective and the Goods are returned for repair or replacement. 

In the event that Express Matting Services Ltd, at its discretion unless the Consumer Contracts (Information, Cancellation and additional charges Regulations 2013) apply, agrees to accept the return for credit of unwanted products, the goods must be returned with our prior written agreement within 14 days of delivery. The goods must be unopened and in perfect re-saleable condition All goods returned in these circumstances (except where the Consumer Protection Consumer Contracts (Information, Cancellation and additional charges Regulations 2013) apply. Please ensure that the product(s) you have purchased are to your specification prior to breaking the manufacturers seals. This will avoid disappointment and the product(s) being rejected, should you wish to return them. 

13. Reduced price offer & Liquidation Products 

13.1 Goods sold on "Reduced price offer" or "Liquidation Stock" are downgraded goods that our company is able to offer at a discount on the normal catalogue price. Stocks of goods offered as above are limited and such goods are sold subject to the following special rules. These special rules apply in addition to, and in the event of any conflict override, all of our other terms and conditions, except those terms and conditions specifically covering Consumers. 

13.2 Upon receipt of an order, we will check stock availability. Until stock availability is confirmed to the customer, a contract for sale will not be created and no payment will be debited from the customer. 

13.3 All goods sold by us as Reduced price offer & Liquidation Products are sold subject to the following special rules that apply in addition to our other terms and conditions. 

13.4 Prices are not subject to value, cash or volume discounts

13.5 The goods must be returned to us within 14 working days from the date the goods were received.

13.6 All goods returned to us will be subject to a 25% restocking fee.

13.7 All items returned must reach us in "as new condition" to be eligible for a refund.

13.8 Inspection Before Use

All customers are responsible for inspecting goods thoroughly prior to use, installation, or any modifications (including cutting, trimming, or fitting).
By using, installing, or altering the product in any way, you are deemed to have accepted it as received and confirmed it is suitable for your intended purpose.

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Non-Returnable Items

Please note that we are unable to accept returns in the following situations:
• The product has been used, cut, damaged, or modified in any way.
• The product is not in its original condition or packaging.
• The product was made to order, customised, or specially sourced.

Once a product has been altered (e.g., cut to size), it is no longer eligible for return, refund, or exchange, as it cannot be resold or returned to the manufacturer.
This is in accordance with our Terms and Conditions and supported by UK consumer law, which allows sellers to refuse returns for items no longer in a resalable condition.

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Customer Responsibility – Suitability of Products

It is the customer’s responsibility to check the suitability of the product for their intended purpose prior to use, installation, or modification. This includes checking:
• Colour and finish
• Size and dimensions
• Compatibility with the intended space, material, or environment

If you are unsure about the suitability of a product, please contact us before proceeding with installation or alteration. We are happy to provide guidance where possible.

13.9 The following items would not be eligible for a refund as they have either been bought in or made to order.
All branches that are on Pipe, Cut On Site and Tapers @ 45 or 30 degrees
Reducing T and X Pieces
Reducing Y branches
All Rectangle shaped Grills & Plenum Boxes
All Rectangle Ductwork
Any ductwork greater than 355mm Diameter as these are made to order.
All Custom made Ductwork including Jetcones, Floorsweeps, silencers/attentuators and Sputniks.

It is the customer’s responsibility to ensure the safe return of the goods. 

Cost of returning goods are solely the responsibility of the customer.

All items must be returned in the original packaging. If merchandise is defective or if you have received the wrong item, Express Matting Services Ltd will either immediately replace the item or issue a credit or refund within a few days once the merchandise has been returned to them.